A recent WHICH? survey has confirmed that homeowners prefer to work with independent, local companies, rather than major, national firms
The article, published in November's Which? magazine opens: "The U.K.'s major double-glazing firms have been thoroughly trounced by independent brands in our latest survey....Customers rated the independents in our survey as excellent, giving them five stars for the majority of sales and installation factors, such as quality of products, staff knowledge and the quality of the installation. By contract, none of the major brands achieved five stars on any measure."
The major players in the double glazing industry have no showrooms either. There is no way, sales professionals, can carry into customers homes, the full range of window and door suites, to demonstrate to clients. Potential customers want to come and see for themselves the full range of products available, they want to touch them, feel them, open and close the doors, work the mechanisms, stand on the low thresholds - not imagine these or read from a brochure. And what credibility does a company have if it has no showroom - just an annoying freephone number to a large call centre ! When someone pops into the Elmhurst showroom at Whitkirk, off the Colton roundabout, they are greeted professionally by a team of friendly folk that want to genuinely help them. Small is definitely beautiful when it comes to double glazing!
It's great to go back to see and sell to our existing clients. We have nearly 20,000 of them ! They are only too happy to buy from us again. Why? Well, we are still trading after all these years, we have honoured our long term guarantee to all our clients, we never stop introducing new and more energy efficient products to our customers and most interestingly, even after 30 years, our customers still remember the nice little touches....when we delivered fresh flowers and chocolates to them , following the completion of their installation - it was our way of saying thank you
So why did we stop with the gifts? Who knows?
Whilst having dinner with a very good friend of mine this week, we both had one of those light bulb moments. My friend, Howard Moss, is the MD of Astonish Products. Like Elmhurst, Astonish is a well established household brand, born and bred in Leeds, producing quality products at competitive prices. Like myself, Howard has taken over from his father and expanded the business, in his case ,
worldwide! I asked Howard if he manufactured PVC cleaning products and glass cleaner? Yes we do...he answered and a special mould and mildew cleaner. You know where this was leading .....
Without wasting anytime at all, the next day, pallets of all these products were delivered to Elmhurst HQ so we could start giving away, as part of our after sales pack,
the three products to our customers, as a way to say thank you. OK the flowers may have died and the chocolates eaten, but with these very useful, Astonish cleaning products, customers can keep the PVC frames gleaming white, the glass smudge free and the mould a thing of the past. Maybe customers will remember these products in another 30 years!
MD Elmhurst Windows Ltd